Job Description
:The Client Relationship Centre is responsible for supporting new product sales through the Advisor, Consultant and Direct channels, and for the on-going relationship servicing of an in-force block of business offering a range of retirement and investment products and services. Reporting into the Manager, Client Relationship Centre, this position is also expected to participate in project related activities to support regional sales and service goals.
What will you do?
Use daily phone contact to build relationships, provide product insight, and provide support
Develop strong relationships with the Advisors, Consultants and Clients to build and maintain a high level of satisfaction. Seeking to understand specific needs to appropriately set and exceed expectations
Interact with the Advisors/Consultants/Clients and respond to their requests in a timely and efficient manner
Take ownership, provide recommendations and be accountable for the resolution on any identified client issues at hand
Manage active projects to ensure that deadlines and objectives are met as agreed
Coordinate plan design and service changes by managing internal resources involved in the process
Participate in internal meetings, and defined Advisor-centered activities, to build awareness and knowledge of Sun Life Financial solutions
Actively participate in sales workshops and project group meetings as defined, sharing feedback and information to develop the business
Handle all Advisor/Consultants/client inquiries of a plan design, fee and compensation nature
Support proactive activities aiming to increase client satisfaction and loyalty
Escalate items that may impact the Client, loyalty or deliverables to Manager
Develop strong working relationships with internal GRS teams by ensuring open communication.
Document and share action items agreed upon with the Advisor/Consultant/Client with all appropriate internal stakeholders
Maintain accurate and current data on the sales and service tracking reports, as well as Salesforce
What do you need to succeed?
Experience in a Call Centre environment or equivalent, with 2 years or more working with group pension and savings clients
Ability to build credibility and rapport with clients over the phone and via email
Strong listening and communication skills with the ability to simplify complicated financial concepts in both verbal and written formats
Ability to organize, prioritize and execute on sales and service plans while working within a team
Highly motivated, independent self-starter with strong business etiquette
Knowledge of legislation governing retirement savings programs at the federal and provincial levels
As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required for Quebec only for the frequent interactions with English and French-speaking colleagues or internal partners across Canada or worldwide
Assets:
A professional designation associated with the group retirement services industry (e.g. CEBS, RPA, CSC, IFIC, or other) is preferred
University degree or equivalent
Broad knowledge of the services provided by Sun Life Financial Group Retirement Services
Time management, problem solving and analytical skills
Proficiency with PowerPoint, Excel and Word
What's in it for you?
Being a member of the Sun Life family, a group of people united by our
Purpose:
to help Clients and Employees achieve lifetime financial security and live healthier lives
A friendly, collaborative and inclusive culture
A collaborative and interactive team environment
Being part of our journey in developing the next greatest digital experience
Working together, sharing common values and encouraging growth & achievement
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